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Customer Experience Management Software : Definition, Benefits & Features

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In today’s marketing landscape, customer experience has become a crucial differentiator for business success. With 96% of customers accepting that customer service plays a key role in their choice of a brand and 86% of consumers being ready to invest more for a great CX, it has become imperative for brands to focus on customer experience management. While customer experience management (CXM) is the practice of managing customer interactions (through every touch point) for driving greater customer satisfaction and brand loyalty, using robust software makes it easy to create a seamless journey for your customers. In this post, we’ll discuss what customer experience management software is and how to choose the right one for your business.

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What is customer experience management software?

Customer Experience Management Software helps brands to gather feedback from their customers across every touchpoint of their journey. This software not only helps to identify customer issues but also plays a key role in uncovering key trends behind customer behavior and feed that information into a crm software. By empowering brands to monitor as well as optimize the customer journey, a customer experience management software can serve various aspects like cost management, communication & decision-making, process documentation, and many more. 

Why is customer experience management software important?

Effective customer experience management is about more than just appearances or public relations. By putting your customers’ experiences first and making technology feel more human, you can create win-win situations for both you and your customers.

In today’s competitive, hyperconnected global marketplace, customer experience has become a critical differentiator for all types of businesses. While the result for a company may be lead generation, conversions, or long-term brand loyalty, the customer also benefits from rich, personalized experiences, increased satisfaction, and a rewarding relationship with the brand.

Customer experience management enables you to: 

  • Gain a better understanding of your customers

Gives an enhanced view of customer behaviors and preferences across all touchpoints.

It allows for more detailed segments to provide the highly relevant personalized experiences that customers expect, resulting in higher conversion rates.

  • Drive loyalty and retention

With advanced marketing automation software, delivers personalized experiences and creates seamless customer journeys.

Cultivates deeper, lasting relationships with customers through intelligent service, product recommendations, and loyalty incentives.

  • Maintain your competitive advantage

Enhances operational performance to increase customer satisfaction and reduce customer churn.

Increases the win rate of offers while decreasing service costs.

  • Initiative success should be measured

Gathers and interprets much larger amounts of data, giving you a more accurate picture of the success of your engagement efforts.

Aids in making more informed, customer-focused business decisions.

What are the benefits of using customer experience management software?

Using effective customer experience management software is essential for businesses to thrive in this digitally driven world. By prioritizing your customers’ experiences while adding a human touch to the technology, it can help you draft a customer journey that elevates your brand image. Let’s take a look inside the benefits of using customer experience management software for your brand:

  • Know your customers well
    It provides you with an elaborated view of the customers’ behavior as well as preferences across various touchpoints. With detailed segments, it becomes easy to deliver highly personalized and relevant experiences that customers desire. This further helps to boost conversions.
  • Increased retention and loyalty
    By empowering you to deliver a personalized experience and develop seamless customer journeys, using customer experience management software helps to build long-lasting relationships with customers which promotes retention and boosts loyalty.
  • Gain a competitive advantage
    By significantly improving operational performance, CXM software helps to reduce customer churn and plays a crucial role in increasing customer satisfaction. Moreover, it helps to decrease service costs enabling you to maintain a competitive edge.
  • Track the success of your efforts
    By gathering and analyzing a huge volume of actionable data, it enables brands to gain visibility into the success of their customer engagement efforts. This further empowers them to make informed decisions in the best interest of the customers as well as the business.
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Evaluating the right customer experience management software for your business

A customer experience management software helps to efficiently manage your brand’s interactions with its existing and potential customers. By seamlessly working across the customer-facing touch points (organizing, automating as well as synchronizing) it lets you cater to your current and new customers and resolve their issues quickly. In case you’re planning to invest in customer experience management software, here are some questions that you need to consider: 

  • Does it provide real-time data?
    A customer experience management software should be able to gather all customer data (i.e. behavioral, operational, as well as transactional) in real-time. By unifying data across disparate locations in real-time, it should enable you to dive deeper into more actionable insights.
  • Does it offer personalization?
    A good customer experience management software should allow you to test as well as optimize personalization as per the business need. Intending to build standout experiences, it should help you deliver personalized content to the customers in real-time.
  • Does it integrate with the existing model?
    A customer experience management software should be open and extensible enough to support various customer experience applications and the data model of an ongoing business. This can help brands to deliver innovative customer experiences which helps them to stand apart from the competitors.
  • Does it manage customer journeys across multiple channels?
    An efficient customer experience management software not only empowers you to streamline the customer journey but also lets you design, deliver, and manage customer experiences across multiple channels. Be it email, websites, mobile applications, or call centers, it lets you manage customers on the platform they use to interact with your brand.
  • Does it ensure customer privacy?
    In today’s time, it’s absolutely essential for brands to foster trust and protect sensitive customer information. An impeccable customer experience management software should come up with agile functionalities that ensure data privacy, API security, and overall system protection. API security is critical in safeguarding the integration points between platforms, preventing unauthorized access, and ensuring the secure exchange of customer data. It should also follow regulations pertaining to industry-specific compliance.

Features to look for in your customer experience management software

A customer experience management software enables you to manage your brand’s interactions with your customers effectively. The software plays a key role in all the customer-facing touchpoints and helps you serve customers in the best way possible. Here are some features that you need to look for in customer experience management software: 

  • Omnichannel Capabilities
    All customer touchpoints are considered a useful source for insights. An ideal customer experience management software should be seamless enough for tracking customer feedback across multiple channels. It should help you reach out to your audience by conducting surveys via online, phone, Interactive Voice Response (IVR), or offline. Voxco offers best-in-class omnichannel solutions that help you solicit customer feedback anywhere, anytime.
  • Flexible Hosting
    The security of customer data holds prime importance as it can make or break a business. That’s why it is imperative for brands to invest in top-notch customer experience management software that offers flexible data hosting. Voxco offers its partners to store the customer data securely in the cloud or on their own premises, that are highly compliant with security protocols.
  • Advanced Dashboards
    A customer experience management software should involve advanced and interactive dashboards for surfacing your CX data and customer feedback. By getting a detailed view of what’s happening, you can leverage these dashboards to analyze your data and develop custom reports as well! Voxco offers an extensive suite of dashboards and analytics that help to generate actionable insights from the gathered CX data.
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  • Seamless third-party Integrations
    You cannot completely rely on the feedback that you get from the customers as it’s not the only data that you have. There is a huge volume of data arising from website analytics, CRM systems, etc. that you cannot ignore. An ideal customer experience management software should be able to integrate them for gaining in-depth visibility into the customer experience. Voxco lets you integrate your surveys with emails or third-party apps for gaining a ‘one customer’ view whilst uncovering the impact of CX on the bottom line.
  • Flexible Survey Distribution
    Survey distribution capability is a crucial aspect to consider while choosing customer experience management software for your brand. Your CXM software should enable you to effectively distribute your CX surveys. This not only results in increased participation but also helps to gather more accurate responses. Voxco lets you distribute surveys through emails, social media, push notifications, or even SMS. 
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Why should you use Voxcos' customer experience management software?

Businesses, both public and private, across verticals and geographies are investing heavily in Customer Experience (CX). Why is this the case? How could hearing the customer’s voice has such a big impact?

The answer is straightforward: competition. Almost every market is saturated with offerings competing for a piece of the pie. CEX software considers the emotional aspect of a customer’s relationship with a brand, and a positive one can be a significant differentiator between your offerings and those of your competitors. The customer experiences of Apple, Amazon, and Uber are held in high regard, and their customers have more to praise than just their primary product or service.

To create a holistic CX for your brand, consider mapping customer journeys, identifying the right CX metrics for your needs, and even employee experience.

Final Thoughts

When considering the type of feedback and insights you want to gather from your customers, selecting the right CEX software. A single tool may not be able to uncover all aspects of your customer experience, but a well-balanced set of tools will.

For example, you can use Voxco to conduct feedback surveys and gather real-time behavioral insights, uncover customer trends, and close-the-loop to provide direct support to your customers.

With the right customer experience tool stack, you can quickly identify issues with your CX strategies and optimize your products and services to better meet the needs of your customers.



Frequently Asked Questions (FAQs)

1. What is the primary objective of customer experience management software?

The primary goal of CEM software is to improve each customer’s overall experience with a brand. It is a strategy for understanding customer perception, measuring customer loyalty, and implementing action plans to close CX gaps.

2. What are some examples of customer experience?

In short, you can achieve a good customer experience if you: Make listening to customers a top priority across the organization. Utilize customer feedback to gain a thorough understanding of your customers. Create a system to help you collect feedback, analyze it, and act on it regularly.

3. What is the distinction between CRM and CEM?

A CRM tracks the company’s perception of a customer, whereas a CEM tracks the customer’s perception of the company. A CRM is concerned with the sales funnel, whereas CEM is concerned with touchpoints. Customer touchpoints are your brand’s points of contact with customers from beginning to end.

4. What are the most important aspects of customer experience management software?

The critical elements of customer experience management:

  • Identifying customer needs
  • Touchpoints that qualify for the customer experience
  • Data gathering and analysis
  • Creating a customer-focused brand culture
  • Refine and iterate

5. What role does customer experience management software play?

CXM software streamlines the customer journey and enables you to design, connect, deliver, and manage experiences across multiple channels—from call centers and physical stores to email, social media, web, and mobile apps, and all the other ways customers interact with your brand.

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